Roles and Responsibilities :

- Manage a team of customer support agents to achieve service level agreements (SLAs) and key performance indicators (KPIs).
- Develop and implement effective strategies to reduce attrition rates, improve agent productivity, and enhance overall customer satisfaction.
- Collaborate with cross-functional teams to resolve complex issues related to billing, technical problems, or process improvements.
- Analyze data reports to identify trends, track progress against SLAs, and make recommendations for process optimization.

Job Requirements :

- 4-7 years of experience in BPO/Call Centre environment with expertise in SLA management.
- Proven track record of reducing attrition rates through effective people management practices.
- Robust understanding of KPIs and ability to develop action plans to meet or exceed targets.
- Excellent team handling skills with the ability to motivate teams towards achieving common goals.

📌 India Team Leader Business Services (Indore)
🏢 WM Universal Solutions
📍 Indore